I have called Celcom customer service today at 6pm to block my sim card as i have lost my mobile. However the customer service officer (Mr Nizam & Miss Hartika) refused to block my number, as they said my number is registered under CIMB corporate account and they want me to provide CIMB Business registration. I have provided them CIMB BR number but Mr Nizam said it was not correct number.

Nizam asked me to email Celcom account manager to request him to block my number but he didnt provide his contact number to call for fast response. However i questioned him what will happen if the account manager read the email few days later and if someone ( the person took the handphone ) make overseas call, who will bear the cost? his answer was ridiculous as i need to bear the cost, whereas i made the call to block the SIM in the first place to avoid this issues. The customer service seems to be blind/deaf to the customer request. When i mentioned will file a complain he offered to send the email to Celcom Account manager after much hesitation.

The customer service was really not helpful at all in this case. Mr Nizam keep telling that this is their procedure. im sorry to say that your procedure is totally unacceptable as they request company BR number.

What if when purchasing earlier they have wrongly updated the BR number. Actually i don't understand why they need my company BR number whereas my personal details are sufficient. I knew i took this package with CIMB but still register under my name, personal SIM card, so why was there a need for CIMB BR number?? I have called Celcom before this for few times but they just verified me with my full name, NRIC and so on but never ask for company BR number.

So if you are (Mr Nizam) saying you must obtain the company registration number how your customer service assisted me before this. Did they didn't do a proper verification. I used to call your centre from this number (0126509201) please listen to all my conversation, non of your agent ask for BR number.

Until now ( at 2300 Hrs ) my number is yet to be block and if there is any unauthorize call i am not going to bear the charges. I was engage with Mr Nizam for 1 hour and had to convince him to do a basic SIM card blocking, unfortunately he could not provide immediate solution or any solution at all for that matter. At last he agreed to send email to Celcom account manager to request block my number as i told him that im not happy with your procedure and wants to file a complaint. This is a emergency case and expect Celcom side to block the SIM ASAP, how can you expect the customer to carry around verification number.

I think Celcom need to review again their procedure as it does not make sense and totally unacceptable for customer like in my case. I am in banking line as well and we do deal with customer account but there will be always an alternate verification option for customer.

Sorry to say that Celcom customer service is not focused to customer need at all and not helpful in time of need & failed to respond in basic customer request.

My details below:-

Muthama S. Gnanasekaran
Mobile No to be blocked 013279200

Please respond ASAP.